Customer Support / Service Desk Manager

Job Title

Seeking a C2C candidate located in the specified area.

Scope of Services

Provide direct supervisory and administrative oversight and direction to staff that coordinate and direct information technology activities.

Education

High School diploma or equivalent.

Experience

5 to 10 years of IT work experience.

Primary Job Duties/Tasks

The duties of this position can be broad and may include supervising employees by communicating regularly, motivating, training, evaluating, planning and directing their work. Assisting with troubleshooting computer systems and related software. Learning about and providing technical assistance and routine maintenance of specialized software applications. Providing support for other IT related hardware devices such as networked printers, smartphones, etc. Performing advanced troubleshooting to determine cause of problems. Installing, configuring, and providing support for Service Desk tickets, as assigned. Providing or coordinating Audio Visual (AV) and Video Conferencing (VC) support as needed. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.

Job Specific Knowledge, Skills, and Abilities (KSAs)

1. Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment 2. Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments 3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware 4. Ability to do advanced troubleshooting on various manufacturers of computers 5. Ability to plan, organize, manage and track projects and staff 6. Ability to communicate effectively both verbally and in writing 7. Ability to read, understand, and comply with the department's policies

9 General Knowledge Skills and Abilities (KSAs): The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas: 1. Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step. 2. Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others. 3. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem. 4. Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis. 5. Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others. 6. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others 7. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations. 8. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly. 9. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team. 10. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.